This article includes the following sections:



About Custom Fields

Support.com® Cloud includes two custom fields that can help map consumer and session data stored in Support.com Cloud with your existing CRM application or procedure:

  • External Consumer Id: Unique identifier for each consumer.
  • External Session Id: Unique identifier for each session.


You may create a label for each custom field. For example, you could name the External Consumer Id field as Consumer#. Agents who are creating a new consumer would see this field as Consumer#.


Selecting Admin in the Navigation bar and then selecting Manage Fields in the sub-menu navigation opens the Manage Fields screen.



The table on this screen displays the following information for each of the Session Data and Consumer Data custom fields:

  • Quick Edit: Clicking the Quick Edit icon (lightning bolt) for a custom field opens the Quick Edit pane for that field (see Quick Edit).
  • Edit: Clicking the Edit icon (pencil) for a custom field opens the <Custom Field> screen for the selected custom field, where <Custom Field> is the name of the custom field (see Full Edit).
  • Status: Status of the custom field (either Enabled or Disabled).
  • Enable/Disable: Clicking the Enable icon (up arrow) for a disabled custom field enables that field. Clicking the Disable icon (barred circle) for an enabled field disables that field. See Enabling/Disabling a Custom Field.
  • Custom Field: Name of the custom field. This name is not visible to Agents.
  • Label: Name of the field as it appears to Agents.
  • Required: Whether (Yes) or not (No) the custom field is required when creating a consumer or session.
  • Control: Type of custom field (Input or Combobox).
  • Order: Order in which the field appears relative to other custom fields.


Note: Support.com Cloud does not support adding or removing custom fields. You may enable, disable, and configure the existing custom fields that appear on this screen.


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Editing a Custom Field

Support.com Cloud allows you to perform either a quick or full edit for a custom field.


  • Quick edit: See Quick.
  • Full edit: See Full.


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Quick

To quickly edit a custom field:

  1. Click the Quick Edit icon (lightning bolt) for the custom field you want to edit.

    The Quick Edit pane expands for that custom field.


  1. You may edit any of the following information in the appropriate field(s)/checkbox:
    • Label: Name of the custom field that will appear to Agents.
    • Description: Brief description of how the custom field is being used.

    • Checking the Required checkbox makes this custom field required when creating a new consumer (External Consumer Id) or session (External Session Id). Clearing this checkbox makes the custom field optional.

    • Validation: If you need the data in the custom field(s) to meet certain criteria (such as length and/or type of input), then you can specify the validation to perform on these fields by entering the requisite criteria in this field. This field uses Standard Regular Expression Strings (RegEx) syntax. Please see http://www.websense.com/content/support/library/web/hosted/dsc_admin/wildcard_regex.aspx for more information.
    • Order: Order in which the custom field will appear to Agents.
  1. Click the Update button to save your changes.


Support.com Cloud will do some or all of the following, as appropriate:

  • Update the field information.
  • Make the field optional or required, as appropriate.
  • Update the method it uses to validate Agent input in this field.


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Full

To perform a full edit for a custom field:

  1. Click the Edit icon (pencil) for the user you want to edit.

    The User Details screen appears for that user with their current information populated in the appropriate field(s).


  1. Edit some or all of the following information in the appropriate fields, as needed:
    • Field: Internal name of the custom field (required).

    • Label: Name of the field that appears to Agents (required).

    • Description: Field description that appears to Agents. This field is optional.

    • Data Type: Type of data (such as text) that this field accepts (required).

    • Control: Type of input for this field (required). The available options are:

      • Text: Single-line text box.

      • Combobox: Multi-line text box.

    • Default: Default value of the custom field, if the Agent does not enter a value. This field is optional.

    • Checking the Required checkbox makes this custom field required when creating a new consumer (External Consumer Id) or session (External Session Id). Clearing this checkbox makes the custom field optional.

    • Order: Order in which the custom field will appear to Agents.

  1. Click the Save button to save your changes.


Support.com Cloud will do some or all of the following, as appropriate:

  • Update the field information.
  • Make the field optional or required, as appropriate.
  • Apply the configuration options as specified by you.
  • Update the method it uses to validate Agent input in this field.


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Enabling/Disabling a Custom Field

To enable or disable a custom field:

  • Click the Enable icon (up arrow) next to a disabled custom field to enable it. Enabling a custom field causes it to appear when creating a consumer and/or session. If the field is both enabled and required, then the Agent must enter something in this field (that passes any applicable validation) in order to complete the activity.
  • Click the Disable icon (up arrow) next to an enabled custom field to disable it. Disabling a custom field removes it from the consumer and/or session creation process(es).
  • If you disable all fields, then you will also be able to disable the Email field. Doing this will allow Agents to create sessions without entering any consumer information, as described in Session Without a Consumer (opens a new article).


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